Payroll & banking: Customer expectations and guidance

We’re here to support you with tailored services for managing direct payments for care. On this page, you’ll find key guidance and expectations for using our payroll and banking services. Explore details about submitting payroll information, processing times, and how we ensure accurate and reliable service.

Submit hours

Please submit your hours to ensure accurate processing and payments. Use the button below to open an email template, ready for you to edit and send.

Submit hours

Our teams

Payroll team

Our payroll team ensures your employees are paid accurately and on time. We handle everything from calculating wages and deductions to providing clear, reliable payroll processing.

Banking team

Our banking team takes care of managing payments for staff salaries, HMRC obligations, and care-related invoices (where applicable). We ensure everything is handled efficiently and accurately, giving you peace of mind.

General service standards

  • Processing times: We process payrolls and invoices within one to three working days. Our working days are Monday to Friday, 8am to 5pm, excluding bank holidays.
  • Responding to queries: If you have a query, we aim to respond within one to two working days. However, some issues may take longer to resolve if further investigation is needed.
  • Managing requests: All requests are handled in the order we receive them, starting with the oldest. Please keep in mind that sending multiple messages about the same issue won’t speed up the process and may increase the risk of errors or fines from HMRC.

Submitting payroll information

  • Submitting hours worked: To ensure timely processing, customers must submit hours worked the day after the payroll period ends.
  • Using the submission button: Use the ‘Submit payroll’ button to open our email template. This helps maintain consistency and reduces the risk of errors. You’ll find the link in our email signature and at the top of this page. Simply click the link, complete the template, and send it to us.
  • Set hours confirmation: If your employees work the same hours each period, we will only process the payroll once you confirm there are no changes.
  • Payroll period dates: Specific payroll period dates are available on our website. If you’re unsure which schedule applies to your account, please get in touch with our team for clarification.

Changes to personal details

  • If your personal details change, let us know as soon as possible so we can keep our records accurate and ensure everything runs smoothly for you.

Payroll communication

  • Authorised contacts: To protect your privacy and ensure we’re speaking to the right person, only the employer or an authorised contact can discuss payroll matters with our team.

For customers making direct payments to staff or HMRC

If you handle payments yourself, please double-check all amounts and pay details against the information we provide to make sure everything is correct.

Each payroll period, we’ll send you two key documents:

  • Employee payslips, showing the ‘Net pay’ figure that needs to be paid to employees.
  • An HMRC breakdown (P30), detailing the total tax obligations to pay HMRC.

Once these documents are sent, we assume payments to staff and HMRC have been made unless we manage your bank account, in which case we’ll take care of processing the payments for you.